DE19726292B8 - Method for silent monitoring of telephone conversations - Google Patents

Method for silent monitoring of telephone conversations Download PDF

Info

Publication number
DE19726292B8
DE19726292B8 DE19726292A DE19726292A DE19726292B8 DE 19726292 B8 DE19726292 B8 DE 19726292B8 DE 19726292 A DE19726292 A DE 19726292A DE 19726292 A DE19726292 A DE 19726292A DE 19726292 B8 DE19726292 B8 DE 19726292B8
Authority
DE
Germany
Prior art keywords
telephone conversations
silent monitoring
silent
monitoring
conversations
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Fee Related
Application number
DE19726292A
Other languages
German (de)
Other versions
DE19726292B4 (en
DE19726292A1 (en
Inventor
Glenn Kanata Ala
Ian A. Stittsville Duncan
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Mitel Networks Corp
Original Assignee
Mitel Knowledge Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Mitel Knowledge Corp filed Critical Mitel Knowledge Corp
Publication of DE19726292A1 publication Critical patent/DE19726292A1/en
Publication of DE19726292B4 publication Critical patent/DE19726292B4/en
Application granted granted Critical
Publication of DE19726292B8 publication Critical patent/DE19726292B8/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
DE19726292A 1996-06-28 1997-06-20 Method for silent monitoring of telephone conversations Expired - Fee Related DE19726292B8 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US671937 1991-03-22
US08/671,937 US5764728A (en) 1996-06-28 1996-06-28 Silent monitoring agent IDs

Publications (3)

Publication Number Publication Date
DE19726292A1 DE19726292A1 (en) 1998-01-02
DE19726292B4 DE19726292B4 (en) 2006-02-16
DE19726292B8 true DE19726292B8 (en) 2006-05-24

Family

ID=24696494

Family Applications (1)

Application Number Title Priority Date Filing Date
DE19726292A Expired - Fee Related DE19726292B8 (en) 1996-06-28 1997-06-20 Method for silent monitoring of telephone conversations

Country Status (4)

Country Link
US (1) US5764728A (en)
CA (1) CA2208629C (en)
DE (1) DE19726292B8 (en)
GB (1) GB2314728B (en)

Families Citing this family (17)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP3318484B2 (en) * 1996-04-26 2002-08-26 富士通株式会社 Group silent monitor control method
US6310946B1 (en) * 1997-04-23 2001-10-30 At&T Corp Method for interrupting a telephone call after receiving a busy signal
US5930698A (en) * 1997-05-09 1999-07-27 Telefonaktiebolaget L M Ericsson (Publ) Method and apparatus for efficient law enforcement agency monitoring of telephone calls
US6259785B1 (en) * 1998-08-17 2001-07-10 Siemens Information And Communication Networks, Inc. System and method for dynamically altering digital voice mixing location in ACD silent monitoring
US6363145B1 (en) 1998-08-17 2002-03-26 Siemens Information And Communication Networks, Inc. Apparatus and method for automated voice analysis in ACD silent call monitoring
US6724887B1 (en) 2000-01-24 2004-04-20 Verint Systems, Inc. Method and system for analyzing customer communications with a contact center
US6947526B2 (en) * 2002-08-02 2005-09-20 Contactpoint Llc Systems and methods for monitoring audio
US8094790B2 (en) * 2005-05-18 2012-01-10 Mattersight Corporation Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
US7511606B2 (en) * 2005-05-18 2009-03-31 Lojack Operating Company Lp Vehicle locating unit with input voltage protection
US7995717B2 (en) 2005-05-18 2011-08-09 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US8094803B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US8718262B2 (en) 2007-03-30 2014-05-06 Mattersight Corporation Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication
US7869586B2 (en) * 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US8023639B2 (en) 2007-03-30 2011-09-20 Mattersight Corporation Method and system determining the complexity of a telephonic communication received by a contact center
US10419611B2 (en) 2007-09-28 2019-09-17 Mattersight Corporation System and methods for determining trends in electronic communications
US9191510B2 (en) 2013-03-14 2015-11-17 Mattersight Corporation Methods and system for analyzing multichannel electronic communication data
US9609120B2 (en) * 2014-01-31 2017-03-28 World Emergency Network—Nevada, Ltd. Crisis negotiation telephone

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH05191514A (en) * 1992-01-09 1993-07-30 Toshiba Corp Private exchange system
US5239460A (en) * 1991-01-03 1993-08-24 At&T Bell Laboratories Arrangement for motivating telemarketing agents
JPH0795301A (en) * 1993-09-21 1995-04-07 Nec Corp Automatic call distribution device
US5465286A (en) * 1994-05-24 1995-11-07 Executone Information Systems, Inc. Apparatus for supervising an automatic call distribution telephone system

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2935199B2 (en) * 1990-09-20 1999-08-16 富士通株式会社 Monitor control method
AU693462B2 (en) * 1993-09-22 1998-07-02 E-Talk Corporation Method and system for automatically monitoring the performance quality of call center service representatives

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5239460A (en) * 1991-01-03 1993-08-24 At&T Bell Laboratories Arrangement for motivating telemarketing agents
JPH05191514A (en) * 1992-01-09 1993-07-30 Toshiba Corp Private exchange system
JPH0795301A (en) * 1993-09-21 1995-04-07 Nec Corp Automatic call distribution device
US5465286A (en) * 1994-05-24 1995-11-07 Executone Information Systems, Inc. Apparatus for supervising an automatic call distribution telephone system

Also Published As

Publication number Publication date
GB2314728A8 (en) 1998-04-02
GB2314728B (en) 2000-04-05
DE19726292B4 (en) 2006-02-16
GB9713756D0 (en) 1997-09-03
GB2314728A (en) 1998-01-07
DE19726292A1 (en) 1998-01-02
CA2208629C (en) 2000-08-15
US5764728A (en) 1998-06-09
CA2208629A1 (en) 1997-12-28

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Legal Events

Date Code Title Description
8110 Request for examination paragraph 44
8125 Change of the main classification

Ipc: H04M 11/00

8127 New person/name/address of the applicant

Owner name: MITEL KNOWLEDGE CORP., KANATA, ONTARIO, CA

8396 Reprint of erroneous front page
8364 No opposition during term of opposition
8327 Change in the person/name/address of the patent owner

Owner name: MITEL NETWORKS CORPORATION, OTTAWA, ONTARIO, CA

R119 Application deemed withdrawn, or ip right lapsed, due to non-payment of renewal fee